Senior Employee Service Manager

Join IGT as a Senior Employee Service Manager to lead and improve People & Culture shared services across the Americas, ensuring high-quality service delivery and employee experience. IGT, where innovation meets entertainment on a global scale! From the casino floor to your mobile screen, we deliver thrilling, responsible, and unforgettable gaming experiences — powered by world‑class content, strong technical and commercial capabilities and nurtured by a culture of collaboration, accountability, and ownership. Whether it’s spinning reels, placing bets, or enabling secure payments, we turn innovation into impact through disciplined execution and long‑term value creation. With a team of over 6,000 employees across 30+ countries and products delivered in more than 100 jurisdictions worldwide, we operate at scale while staying closely connected to customers we serve. If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here.

• •Lead the delivery of Employee Services across the Americas region, ensuring high-quality, consistent execution of employee lifecycle support, inquiries, and transactions.
• •Manage and develop a distributed team, building leadership capability, performance accountability, and a high-performing service culture across multiple locations.
• •Own regional service delivery performance, including SLAs, KPIs, case quality, and employee experience metrics.
• •Execute globally defined processes and standards, ensuring consistency and appropriate regional adaptation across the U.S. and Latin America.
• •Drive continuous improvement within the region, identifying trends, inefficiencies, and opportunities to enhance service delivery, and partnering with global teams to implement improvements.
• •Ensure accurate and timely processing of employee data in SuccessFactors, maintaining strong data quality and operational discipline.
• •Drive adoption and consistent usage of ServiceNow as the case management platform, ensuring adherence to established processes and data standards.
• •Partner with HRIS and technology teams to support implementation of system enhancements, automation, and AI-enabled solutions, and drive adoption across the region.
• •Collaborate with Centers of Excellence (e.g., Benefits, Employee Relations, Compliance) to ensure processes are executed in alignment with policies and regulatory requirements.
• •Ensure service delivery operations adhere to applicable labor laws, company policies, and audit requirements, including U.S. and Latin American regulatory considerations, escalating risks as needed.
• •Maintain and continuously improve SOPs and knowledge base content related to service delivery processes.
• •Analyze service trends and performance data to inform decision-making and recommend improvements.
• •Collaborate with global Employee Services leaders, providing regional insights and contributing to the evolution of the overall People Operations model.

• •8–10+ years of HR experience, including shared services or HR operations leadership.
• •Experience managing teams across the U.S. and/or Latin America.
• •Experience leading service delivery in a high-volume, process-driven environment.
• •Hands-on experience with HR systems (SuccessFactors preferred) and case management tools (ServiceNow preferred).
• •Experience managing service delivery metrics (SLAs, KPIs, case quality).
• •Strong understanding of HR operations and regional compliance considerations, including U.S. employment practices.
• •Familiarity with Latin America HR operations and regulatory environments (preferred).
• •Experience supporting scaling or transformation of shared services operations (preferred).
• •Experience supporting adoption of automation or technology solutions (preferred).
• •Proficiency in Microsoft 365, particularly Excel (preferred).